Tour manager

Job description

Tour managers organise and accompany groups of holiday makers on package tours to a wide variety of UK and overseas locations. They are responsible for ensuring travel arrangements for holiday makers run as smoothly and enjoyably as possible from beginning to end, as well as providing them with practical support throughout the trip. In some companies, before tours are publicised and booked, tour managers are involved with planning tour schedules.

Most tour managers work on a self-employed basis for tour operators, ranging from international companies to small, special interest operators. This is a demanding, but varied and rewarding role.

Typical work activities

Typical activities include:

• development of domestic and international packages by visiting destinations and suggesting interesting travel routes or places of interest;
• designing flexible tour packages to meet the needs of different clients;
• exploring and identifying new business opportunities in a competitive and rapidly changing industry;
• accompanying groups travelling by coach, although on specialist tours travel may be by mini-bus, car, boat, train or plane;
• welcoming groups of holiday makers at their starting point and announcing details of travel arrangements and stop-over points;
• checking tickets and other relevant documents, seat allocations and any special requirements;
• helping with passport and immigration issues;
• commentating during the journey on places of interest along the route;
• communicating a range of information on itineraries, destinations and culture;
• informing passengers of arrival and departure times at each destination on the itinerary (including ensuring that all members of the group are back on the coach before departing from each stop);
• making sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory;
• organising entry to attractions and transport, such as car hire;
• ensuring that the tour is running smoothly for individual members of the group;
• responding to questions and offering help with any problems that arise - ranging from simple matters, such as directing a member of the group to the nearest chemist, to more serious issues, such as tracing lost baggage, etc;
• dealing with emergencies, such as helping a holidaymaker who is ill or those needing to contact family members urgently;
• making contact in advance with places to stay or visit to check details and arrangements;
• liaising with hotels, coach companies, restaurants and other clients;
• advising about facilities, such as sights, restaurants and shops, at each destination;
• occasionally making accommodation bookings on proposed dates;
• writing reports and maintaining records;
• organising and attending tourism events, conferences, workshops, seminars and exhibitions.

Salary and conditions

• Most tour managers are freelance and work on short-term contracts, usually lasting the whole summer season, although it is possible to work all year round, particularly in mainland Europe and Asia.
• Tour managers may have an alternative source of income during the winter months or they may maintain a full-time working career, such as by leading local guided tours or teaching English as a foreign language (TEFL).
• Tour managers involved in the planning and organisation of tours or special interest holidays may be employed continuously, especially with large tour operators.
• For tour managers who do find full-time employment, typical starting salaries are £15,000 - £20,000 plus board and lodging when on tour.
• Salary levels with three to five years' experience: £25,000 - £30,000.
• Typical salary at senior levels: £30,000+, though for tour managers with extensive experience, salaries may be higher.
• Pay is usually calculated per day, with rates and expenses varying between companies.
• Salary may be enhanced by commission and tips, the amount will depend on the clients and the tour. Industry conditions also have an impact on salary levels.
• Working hours may start from early morning until late in the evening, including weekends, and as long as required in crises.
• Work is contracted out seasonally and tour managers may take on other work to boost income. There is less work for tour managers during the winter than for those wanting to work on summer tours.
• The nature of the work means that tour managers are often working and living out of a suitcase, with frequent moves and without an office base.
• Self-employment/freelance work is commonly possible. Most tour managers are self-employed.
• Jobs are available in restricted locations. Work may be at a variety of locations in the UK and frequently overseas. Opportunities to go to long-haul destinations are limited.
• The work is often without supervision and there is usually considerable contact with clients.
• Job levels are affected by the political and economic climate in the UK and overseas.
• Tour managers need to be physically fit to deal with the frequent long hours of work and the occasional need for a lot of walking, as well as to help less able passengers with luggage.
• Tour managers are always on show during a tour so your appearance and clothing must be smart and behaviour exemplary. Most tour managers are required to wear a uniform.
• The amount of free time available and opportunities to socialise vary, but this can be a very rewarding job balanced with the demands of working with people in variable circumstances.
• Periods of time away from home may have an impact on your personal life.
• Travel within a working day, absence from home overnight and overseas work and travel are all part and parcel of the job.

Entry requirements

Although this area of work is open to all graduates, the following degree/HND subjects may increase your chances:

• travel/tourism/leisure studies;
• history;
• geography;
• archaeology;
• education;
• modern languages;
• business with languages.

Entry without a degree or HND is commonly possible since this is not a typical graduate job, though it can take time to build up the required level of experience. A pre-entry postgraduate qualification is not needed.

Regardless of qualifications, a good working knowledge of foreign languages is often required for overseas work, especially French, Italian, Spanish, Portuguese or Greek. Experience of living and working overseas can also be beneficial.

Pre-entry experience is desirable and specialist knowledge may also be useful. Experience of dealing with the public, particularly in the tourism sector, in a travel agency or tourist resort, can therefore be valuable. Another route into this work is through an apprenticeship scheme in your area - check Apprenticeships .

Candidates will need to show evidence of the following:

• a pleasant, friendly manner with excellent people skills;
• the ability to get on well with people of all ages and backgrounds;
• a supportive and approachable manner;
• energy, stamina and the enthusiasm to cope with different people's needs and demands over long, often irregular, working hours;
• excellent planning and organisational skills, and an efficient approach;
• self-confidence and the ability to inspire confidence in others;
• the ability to make decisions quickly and change arrangements as required;
• the ability to work well under pressure and cope with emergencies;
• independence;
• a polite, tolerant and tactful approach;
• good listening and questioning skills;
• health and safety awareness;
• an interest in geography and historical sites.

Speculative applications are recommended in the autumn for tours the following spring/summer. Competition is very keen. Look at travel brochures for information on different companies. Attend trade fairs and exhibitions to make contacts and to get an insight into the industry. The Institute of Travel and Tourism (ITT)  organises a variety of events which enable members to learn more about their industry and to network in both formal and informal settings. Student membership of key bodies also provides opportunities for networking and training.

Good health and physical fitness are vital to cope with the demands of the job and long working hours. A first aid qualification may be helpful. Different ages and personalities may suit different types of client groups and tours.

For more information, see work experience and internships and search courses and research.

Training

New tour managers usually attend a short induction course provided by their employer, including an introduction to the main destinations used, as well as an overview of company policies and procedures. In addition, new tour managers may do a ‘dry run’, accompanying a more established manager on a trip. Some operators may offer the opportunity to work towards relevant NVQs/SVQs Levels 2, 3 and 4 as part of their staff training and development programme, but graduates with tourism and travel related degrees would not be required to repeat previous learning.

Once in post, tour managers will be expected to constantly update their own knowledge so that they can provide up-to-date information when accompanying tours. Study tours, conferences and courses are offered by the leading professional bodies, and private providers, such as Training for Travel and Worldwide Travel Training Ltd , also offer a range of training courses. The benefits of these courses vary and it is important to contact professional bodies and potential employers for advice before committing to a course.

The industry is seeking to develop a clearer framework of professional qualifications. The International Association of Tour Managers (IATM)  offers the Certificate of Tour Management accreditation (CTM) to recognise the qualifications of experienced tour managers. Certification is gained through a written and oral exam. While it is not compulsory, the IATM is planning to make this a desirable qualification.

The Association of British Travel Agents (ABTA) is developing the Accredited Travel Professional (ATP) scheme in collaboration with the Institute of Travel and Tourism (ITT) , People 1st  and a number of industry partners so that the skills, knowledge and experience of travel professionals are officially recognised. Accreditation can be obtained from in-house training and other specialist programmes, distance and e-learning, work-related activities, and industry awards and prizes. Credit can also be gained by presenting at industry seminars and roadshows.

Career development

Tour managers working for large tour operators may progress to tour manager leader or supervisor, working solely on tour development or in other office-based managerial positions within the company. Some tour managers use their skills to gain work in other areas of the travel and tourism industry or, occasionally, start their own tour operation business.

When you have worked as a tour manager for at least a year you will be able to join the International Association of Tour Managers (IATM) . As a member you will be able to:

• take an examination to become an IATM Certified Tour Manager;
• develop your knowledge and skills by joining IATM educational tours, visits and programmes for tour managers.

The IATM offers Silver Badge membership to tour managers after one year on the road (at least 60 days' work) and Gold Badge membership to those with five years' experience.

Larger companies are more likely to provide more opportunities for managerial roles, team leading and research/planning positions. With greater experience in the industry comes increased opportunities and earning power.

An alternative career direction for tour managers is to become a tourist guide; conducting organised tours for groups of tourists in a wide range of locations, informing visitors about heritage sites and attractions such as stately homes, museums, art galleries, gardens, religious and archaeological sites. The role of tourist guide could prove a suitable option for a tour manager who wishes to work back in the UK.

Employers and vacancy sources

Employers of tour managers range from large, international tour operators to small, specialist tour companies organising package tours and specialist trips, such as sports tours, music tours and educational tours. The more experienced tour managers are usually given the more lucrative tours. Contact the International Association of Tour Managers (IATM)  to find out about different types of companies employing tour operators.
National and international tour operators are always recruiting tour managers, but recruitment drives and advertisements are rare because most vacancies are filled by speculative applications.

Coach operators may also recruit tour managers. There are a huge number of companies. See the Guild of British Coach Operators  for further details.

The 2012 Olympics are a huge boom for the British tourist industry, generating much demand for accommodation, travel and tour guide services. A renewal of interest in the royal family may also contribute to a boost in tourism.

Sources of vacancies

• Search graduate jobs on this site.
• TTG Live   
• Travel Weekly  
• On The Road   
• Travel Industry Jobs    
• Travel Mole  
• OverseasJobs.com  
• National and local press.

Speculative applications are an essential route to pursue as most vacancies are never advertised.

Get tips on job hunting, CVs and covering letters and interviews.

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AGCAS

Written by AGCAS editors

Date: 

March 2011

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